Advanced troubleshooting steps for Android devices

Customers can't find the app in the app store

If a customer can't find your app in the Google app store please check if the app should be available in the country the customer currently is in.

If that is the case make sure that the customers' Google account has the same country setting.

Here is a step by step guide that explains how a customer can change the country in the Google Store settings if necessary.

Updating Google Play services

Some errors only affect one customer or customers with a device from a specific brand. These issues are more complicated to investigate as they can be device-specific.

In those cases, we recommend that the customer also checks if the Google Play Services are up to date on her device.

This can be done by following this link on the device. The Google Play Services app supports the correct playback of video material.

Error 1 & error 4

These error messages are very general.

If a user is confronted with one of these messages always ask the user if the error appears on a specific movie or all movies. Then ask the customer to do the following steps and see if one of them fixes the issue:

1. logout, login

2. logout, force close the app, restart the app, login

3. logout, deinstall the app, install it again, login

4. logout, force close the app, empty the cache of the app, restart the app